Summary
When an organization builds a knowledge management solution that is simple to use, internal employees and customers can easily locate the most relevant knowledge content to help address their problems and concerns. From providing the ability to filter content, to providing powerful analytics to help understand how your content is being consumed, Dynamics 365 Customer Service provides multiple tools that organizations can use to make searching for information easier and more efficient.
This module examined the different options that are available for building and setting up search and filter solutions for knowledge articles, including how to:
Create and use search filters to help make filtering search results easier.
Add search providers to include knowledge content from other data sources in search results.
Use AI-suggested keywords and descriptions when you're creating knowledge article content.
Review the different knowledge article analytics reports that are available and the process for enabling them.
Your next step in this learning path is to gain a deeper understanding of how Dynamics 365 knowledge management provides support agents with the ability to search and use knowledge articles from different Dynamics 365 records.